Spinsy Casino - プレイヤーのアカウントは閉鎖され、資金は没収されました。

I am writing to you regarding the closure of my account at Spinsy Casino, which was communicated to me via email without providing any valid reasons. My account had a remaining balance of €1,500 that should have been paid to me and is still withheld.

I would like to clarify that this amount is a win from playing slot games, without the use of bonuses, and that my account was fully verified and met all the required criteria.

If you provide me with an email address, I can attach all the evidence I have of the pending payments, as the agents kept giving excuses... and then suddenly the account was closed!

I look forward to your urgent response to clarify this situation and receive the balance owed to me.

Best regards,

Vi scrivo in merito alla chiusura del mio conto sul casinó Spinsy comunicatami tramite email, avvenuta senza che mi siano state fornite motivazioni valide. Sul mio conto era presente un saldo residuo di €1.500 che avrebbero dovuto pagarmi e che risulta tuttora trattenuto.

Tengo a precisare che si tratta di una vincita ottenuta da giochi alle slot, senza l’utilizzo di bonus, e che il mio conto era completamente verificato e conforme ai requisiti richiesti.

se mi date una mail vi allego tutte le prove che avevo dei pagamento in sospeso e gli agenti trovavano scuse… poi all’improvviso la chiusura del conto!!

Resto in attesa di un vostro riscontro urgente per chiarire questa situazione e ricevere il saldo dovuto.

Cordiali saluti,

Dear gretamor, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used a VPN or IP-masking software to access the casino website?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No, I confirm that there are no such possibilities!!

No confermo che non ci sono queste possibilità!!

I attach the latest response they gave me.

Do you realize?

Allego l’ultima risposta che mi hanno dato.

Vi rendete conto?

Thank you very much, gretamor, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning! I also attach proof that they cancelled 3 withdrawals

Buongiorno! Allego anche la prova che mi hanno annullato 3 prelievi

Hello there,

Thank you gretamor for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinsy Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Spinsy Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino doesn't want to solve because they scammed me!!! I assure you that there was nothing wrong with my account. I simply won, requested a withdrawal and waited. Until they canceled my withdrawals and closed the account with no possibility of returning.

Now they will invent other stories but I am ready to go ANYWHERE to get my 1500 euros back!! In the meantime I attach the last answer. I want precise answers!!! And not vague!! What does closed by decision of the administration mean?

ANSWERS!! Reasons with proof!! Otherwise I won't stop!!!

Il casinó non vuole risolvere perchè mi ha truffato!!! vi assicuro che nel mio account non c’era nulla che non andasse. Ho semplicemente vinto, fatto richiesta di prelievo e aspettato. Fino a quando non mi hanno annullato i miei prelievi e chiuso l’account senza possibilità di rientrarci.

Adesso si inventeranno altre storie ma sono pronta ad andare avanti OVUNQUE per riavere i miei 1500 euro!!nel frattempo allego l’ultima risposta.Voglio risposto precise!!! E non vaghe!! Cosa vuol dire chiuso per decisione dell’amministrazione?

RISPOSTE!! Motivazioni con prove!! Altrimenti non mi fermo!!!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks Peter,

as you can see they don't answer and don't provide evidence, because they don't have any. They simply closed my account to steal my money.

As you suggested, I will immediately contact the Anjouan Gambling Authority.

I suggest other players not to deposit at this casino.

Grazie Peter,

come vedi non rispondono e non forniscono prove, perchè non ne hanno. Mi hanno semplicemente chiuso il conto per rubarmi i soldi.

Come mi hai suggerisco mi rivolgo subito all’Autorità per il gioco d'azzardo di Anjouan.

Suggerisco agli altri giocatori di non depositare in questo casinó.

Dear gretamor, 

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Spinsy Casino Team

Dear Peter, 

We would like to kindly inform you that we have provided you the fraudulent activity evidence via mail.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Spinsy Casino Team

Hi Peter,

Can you let me know something and check my email?

Since I have not committed any fraudulent activity, I am curious to see what they have invented to avoid paying me.

Ciao Peter,

riesce a farmi sapere qualcosa e a controllare la posta?

non avendo commesso nessuna attività fraudolenta sono curiosa di vedere cosa si sono inventati per non pagarmi

Dear Spinsy Casino representative, I responded to your email a few days ago asking for additional clarification. I await your response!

Dear gretamor, I will keep you updated about any new developments, thank you for your patience during this time!

Dear Peter, 

Could you please confirm that you received the last email sent on 10th February?

Thank you for your cooperation. 

Best regards,

Spinsy Casino Team

Dear Spinsy Casino representative, I confirm I received the response, thank you for the clarification.

gretamor, according to the information provided by the casino, you have requested a chargeback of your deposit. This is considered fraud and can lead to your blacklisting in the whole of the industry. We have a zero-tolerance policy against such behaviour. Can you explain what has happened on your end? Thank you in advance!

Absolutely not!!!!! Do you have proof?? What are you talking about? Can you send me the proof?

If I was on a blacklist then why would they let me deposit money and then prevent me from withdrawing my winnings?

Assolutamente no!!!!! Avete prove?? Ma di cosa state parlando? Riuscite a mandarmi le prove?

Se fossi stata in un blacklist allora perchè farmi depositare soldi per poi impedirmi di ritirare le vincite?

Dear gretamor, I want to clear up that you were not blacklisted but this behaviour can lead to it. Would it be possible to provide me with your statement from the payment option you used to deposit in the casino from the time of the deposit until now for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear gretamor,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi peter I sent you an email. I don't understand what you need. Can I send you details of the credit cards used?

Ciao peter ti ho mandato una mail. Non ho capito cosa ti serve. Ti mando dettagli carte credito utilizzate?

Dear gretamor, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

We would kindly request to check the information provided via email.

Thank you for your cooperation.

Kind Regards,

Spinsy Casino Team

Thank you for providing me with the information Spinsy Casino representative.

Dear gretamor, I will have to review this information internally with my team and I will get back to you. Thank you for your patience during this time!

Dear gretamor, as I explained earlier the casino had banned your account due to chargeback fraud at the Nomini project. We take chargebacks seriously as doing so can result in your blacklisting in the whole of the industry. I am trying to determine if you have had the account at Spinsy Casino already opened at the time of the chargeback in which case we would consider the casino's steps justified. If you have any information regarding the chargeback at the Nomini project I would appreciate it if you could share it. Thank you!

Absolutely not!! I only know that I won and Nomini paid me at the time! No fraud!

Assolutamente no!! Mi risulta solo che ho vinto e nomini all’epoca mi aveva pagato! Nessuna frode!